Their mistake but still I must wait

I am trying to apply for a loan, but have 2 x bond payments reflecting on the credit bureau. We extended our band ages ago, but Standard bank has not deleted one of the payments. I have now had to request a letter to state I only have 1 bond. First I was told this was not possible, then I was told I would have to wait until 6 Dec to get the letter. My local branch tried to help speed things up. We logged the request on wed last week, when we phoned on Monday, we were told they hadn't bothered to assign it as they still had 10 days to get the letter done? Hows that for LOGIC?